AVP CONTACT CENTER MANAGER

Full job description

UNCLE Credit Union is seeking a highly skilled and experienced AVP, Contact Center, Manager to join our dynamic team. UNCLE Credit Union has been recognized as the Best Credit Union in the East Bay for 8 consecutive years and has been voted Top Workplace for 3 consecutive years (2022,2023, and 2024). The ideal candidate will have a strong background in managing a contact/call center within the financial sector, with a proven track record of driving the performance of the contact center by promoting continuous improvement in member service.

Key Responsibilities:

Operational Leadership:

• Manage day-to-day operations of the contact center (voice, chat, tickets, and other member service channels).
• Develop and enforce clear policies and procedures to ensure operational efficiency and quality service.
• Oversee staffing, including hiring, training, scheduling, and performance management of team leads and agents, as well as scheduling ongoing one-on-one meetings with staff.
• Develop strategic plans to enhance service delivery, incorporating innovations in contact center technology and member service practices
• Set comprehensive goals for performance and growth of contact center team.
• Collect and analyze Contact Center metrics and member feedback to guide process improvements.
• Ensure compliance of Bank Secrecy Act (BSA) regulations.
• Operate the division within budget and monitor vendor and third-party expenses.

Team Development:

• Mentor and develop team leads and agents, fostering a collaborative environment to enhance skills and career progression.
• Promote a team-oriented culture that encourages top performance and high morale.
• Implement recognition and incentive programs to motivate staff towards achieving member service goals

Quality Assurance:

• Ensure all member interactions comply with legal and regulatory requirements and internal policies and procedures, including but not limited to, File Maintenance review and designated SLAs.
• Monitor and evaluate operations and individual performance through regular audits and reviews.
• Take corrective actions and implement changes as necessary to maintain the credit union’s standards of service.

Communication and Collaboration:

• Act as point of contact for internal departments and external stakeholders regarding contact center operations.
• Facilitate effective communication channels within the team and across the organization to ensure timely updates on guidelines, product/system changes, and other relevant information.
• Address escalated member issues, providing solutions that balance member satisfaction with organizational policy.
• Represent the division by participating in various project teams and/or committees.
• Other duties as assigned.

Qualifications:

• Experience: Minimum of 3-5 years of experience in credit union or financial institution or contact center experience and 2 years or more experience in a managerial or supervisory position, with a credit union or financial institution or contact center, and/or measurable leadership abilities.
• Education: Bachelor's degree or equivalent experience.
• Skills:
  • Operating personal computer equipment.
  • Operating various office equipment, such as department telephone unit, calculator, copy machine, facsimile machine, etc.
  • Excellent written and verbal communication.
  • Interpersonal relations, analytical ability, and decision-making.
  • Able to Manage a department and supervise people within a financial institution.
  • Maintaining confidentiality of sensitive information.
  • Communicating effectively by assessing members’ needs and determining which financial services best suit their needs.
  • Managing multiple activities and setting priorities and work in teams.
  • Strong presentation and facilitation skills.

Compensation: $115-125,000/year DOE

Benefits:

• Competitive salary and performance-based and corporate bonuses.
• Comprehensive health, dental, and vision insurance.
• 401k Retirement savings plan with 4% employer match.
• Defined Benefit Plan—100% Employer contribution.
• Opportunities for professional development and career advancement.